Jorge Rosas, Quality Manager at Chubb Group, joins Process Excellence Network to share some best practice tips from the Insurance Group on BPM.

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Presenter Interview: Tips from an Expert - BPM for Insurance
Organizations
Interview by Helen Winsor, Process Excellence Network
Jorge Rosas, Quality Manager at Chubb Group, joins Process Excellence Network to share
some best practice tips from the Insurance Group on BPM.
Process Excellence Network: How does Process Excellence fit into the business at Chubb?
J Rosas: Process Excellence is an integral part of Chubb's business methods. It allows us to
ensure that product and service delivery are meeting customers' expectations, while
creating metrics to describe how well we are doing this. It also provides internal measures
of performance that are used for appraisal purposes and as input for Continuous
Improvement programs. Process Excellence helps us analyze resource needs and determine
what the best organizational structure is in order to deliver products and services in an
efficient and effective manner.
Process Excellence Network: How do organisations typically react to demands for greater
quality in service? What are the key measures to take?
J Rosas: I believe that many organizations, especially in the financial services space, are
still more reactive than proactive in their response to Quality. This means that when
customers or regulators demand quality improvements a quick fix is usually sought, as
opposed to deep process analysis and Continuous Improvement that lead to sustainable
change. A proactive quality program, including customer listening posts need to be
implemented and used as the source of information to assess customer and stakeholder
satisfaction before demands for improved quality are received. When this happens, the
customer has already had a bad experience and he/she might be lost.
Process Excellence Network: Can you give some examples of initiatives to improve quality
and customer service at Chubb – outlining the challenges and solutions?
J Rosas: Chubb implemented a major Quality Management Program across all of its
commercial lines units. The challenges faced at that point in time were twofold: a) To
ensure product and service delivery standardization from centralized locations: b) To
design a reliable method to capture and measure accuracy (one of the main quality
characteristics) both from a customer and from a compliance point of view. The solution
was the design, development and implementation of statistically based Certification and
Quality Control procedures. These procedures were automated and distributed using
Business Process Management (BPM) tools.

2. Process Excellence Network: What impact has BPM implementation had on Chubb in the
areas of data collection, performance measurement and strategy? And how has your role
within the organisation adapted?
J Rosas: The BPM implementation underlying the Quality Management Program has created
a new Quality culture at Chubb. This was achieved because the data collection, inspection,
appraisal and reporting methods were designed with the user in mind, and based on sound
principles, which have been readily accepted. It is the credibility of the results being
published that has led management to accept them as part of the performance appraisal
process and thus, become part of the fabric of field operations. As Quality Manager, I was
responsible for leading the QMP project. Since its implementation my role evolved from an
architect to a consultant in the quality and Continuous Improvement arena.
Process Excellence Network: What top tips could you give to organizations to make the
most of BPM software solutions?
J Rosas: BPM is a key tool in the distribution and control of many corporate processes
including Quality. But it is only as good as the underlying design and methods. The BPM
applications cannot improve a flawed process. They can just make it faster. So I believe
that all necessary resources need to be invested at the project outset to ensure that
efficiency and effectiveness are baked-in form the beginning.
Hear more from Jorge Rosas at Business Process Excellence For Financial Services Online